Customer Support Specialist

Responsibilities

• Deliver empathetic, timely support across multiple channels including Zendesk, Discord, and email.
• Leverage AI-powered tools, macros, and templates to automate repetitive tasks and scale support operations.
• Create and maintain help center content, troubleshooting guides, and educational resources.
• Act as the voice of the customer by surfacing actionable feedback and patterns to the Product and Engineering teams.
• Support and grow the Beta community through Discord engagement, creator spotlights, and tutorials.
• Partner cross-functionally to contribute to content that helps users elevate their creative output.

Requirements

• Customer-obsessed and empathetic mindset with a focus on building user trust.
• Operator mindset with the ability to identify process improvements and patterns.
• Comfortable using or experimenting with AI and automation tools to work efficiently.
• Creative energy and an appreciation for design, art, photography, or content creation.
• Highly organized, reliable, and capable of maintaining thorough documentation.
• Strong written communication skills with the ability to explain complex ideas clearly.

Preferred Qualifications

• Hands-on experience in customer support, community management, or user-facing roles.
• Familiarity with Discord, Zendesk, or similar support and community platforms.
• A background or genuine interest in design, creative tools, or visual media.
• Exposure to beta programs or user research.

Benefits

• Competitive compensation (CA$70K – CA$90K) and equity.
• 4 weeks of vacation.
• Comprehensive health, vision, and dental coverage starting on day one.
• RRSP/401(k) with employer match up to 4%.
• Top-of-the-line tools and tech.
• Toronto HQ perks including daily in-office lunches and dinners.

About the Company

Ideogram's mission is to make world-class design accessible to everyone, multiplying human creativity. We build proprietary generative media models and AI-native creative workflows. Headquartered in Toronto, we are a fast-scaling team of builders dedicated to shipping experiences that creatives love.